Just pre-ordered endwalker CE, but no confirmation mail / not in order history

[PaganWitchcraft]

Wow, just wow... so they offer a Spaghetti-pay-Service, that not works and instead of fix the mess or stop the option,
they resold double to the ones with Credit cards, that goes thru?!?!
So we have to wait for the restock somewhen and get the preorder Bonus two weeks before official release, when
PayPal finally works and payment goes thru?
How poor can u handle a pre-sale and a web-store. Not even allowed to change payment methods for something they
messed up totally is just the tip on it....

[Aniise]

Update from me: I wrote the support after work today and didn't get any answer to that yet, probably because business hours are over already.

I still didn't get the usual email with my preorder confirmation yet, the one you get when choosing PayPal and not paying directly for preorders.
However, I DID get the email about my payment being accepted after prepaying, containing the product key.

[PaganWitchcraft]

However, I DID get the email about my payment being accepted after prepaying, containing the product key.

So, u choose the button "debit now"? Does it mean, the money is booked now aka u pay now and not before release? Is this correct?

[Aniise]

So, u choose the button "debit now"? Does it mean, the money is booked now aka u pay now and not before release? Is this correct?

Yeah, correct.
I did choose paypal as my payment method. With preorders on the SE Store, the money is normally automatically debited shortly before release of the purchased item. But if you choose "debit now" you can pay in advance.

I didn't use this method when buying from the Square Store until now, but still got a confirmation email every time I preordered something. That's why it weirded me out that it wasn't the case this time. It seems like you actually have to pay in advance to get any sort of confirmation, just placing the preorder doesn't count. :/

[ACE135]

Didn't get a confirmation mail either. But today the staus changed from pending to preorder and now I'm also able to pay in advance which I couldn't while the status was on pending.

[eirins]

I ordered Physical CE + Digital CE bundled. Order placed 3 minutes after it went live on the EU store. I got a message something like this (I can't remember word for word, but something like this): Congratulations, our team will confirm the order and you will receive an email soon.

Now it's almost been 3 days. I have not:
-Gotten any email confirmation on the order.
-Nothing shows up on my Order status on the Square Enix Store website. Not even the Digital CE.
-No response from support. Emailed support only a few hours after placing the order (before they told us to wait 48h), have not gotten any response back even now that it is more than 70 hours later.

I have previously bought Shadowbringers Digital CE on this same square enix store account when that came out, which went without trouble.

Also to note, I selected to pay with my Credit Card. I don't have any option to pay now through the Square Enix Store (obviously as it is nothing there) and not in my bank either.

[Toeol]

next update in the saga with support,

Thank you for contacting the Square Enix EU Store Team.
One of the repeated orders, specifically order number #28601557, the payment was refused by user's bank, therefore there is no need to cancel it because it never went trough.
Regarding the pre-order, here is the link to the confirmation page where the keys will be available once the payment goes through: https://store.eu.square-enix-games.c...ansid=28518651
Don't hesitate to contact us for any further information.

I wasnt even asking about that order, as due to the mess that was the first 30 minutes of the preorder window i ordered it twice as nothing was showing up.

They seem to be bent on the issue that payment hasn't gone through, even though I set up the payment via their Paypal Credit option and I have funds.

I cant even amend the payment method.

[CKNovel]

Same here, no news, command status is still "pending" and no mail has been received yet.

I've sent a ticket to the support more than 24h ago without answers.
Feels like they're quite busy, maybe there's an even bigger problem about the pre-orders.

[Garruss]

I ordered Physical CE + Digital CE bundled. Order placed 3 minutes after it went live on the EU store. I got a message something like this (I can't remember word for word, but something like this): Congratulations, our team will confirm the order and you will receive an email soon.

Now it's almost been 3 days. I have not:
-Gotten any email confirmation on the order.
-Nothing shows up on my Order status on the Square Enix Store website. Not even the Digital CE.
-No response from support. Emailed support only a few hours after placing the order (before they told us to wait 48h), have not gotten any response back even now that it is more than 70 hours later.

I have previously bought Shadowbringers Digital CE on this same square enix store account when that came out, which went without trouble.

Also to note, I selected to pay with my Credit Card. I don't have any option to pay now through the Square Enix Store (obviously as it is nothing there) and not in my bank either.

You have the same issue as me there none of those for me and still waiting on a response from my help ticket

[eirins]

You have the same issue as me there none of those for me and still waiting on a response from my help ticket

Hi. I haven't heard back from SE but I actually managed to figure out that my order does in fact exist and does have an ID in their system. I looked back at my browsers history and saw that, the URL that generated when I had succesfully placed my order did include a 8-digit number which turns out to be the order ID.